31. January 2012 by Bob Griffin.

There are many motivating factors that have been thrown your way last year.  The economy is one of the big ones.  Whether or not your customers can keep buying from you made a huge impact on your business.  The fear of the unknown is what held you back or moved you forward with the hope of getting ahead of your competition.  Fear is a process, not just an emotion.  When you learn to use it to your advantage, you will find more success in business and in your personal life.

Readers of this blog know that we have a specific philosophy that we follow to grow businesses.  Having the right mindset to make changes happen is the key to all growth.  Knowing that fearful situations is one thing that most people run from, we are going to make using fear an advantage and create small wins.

Let’s start with what scares you.  Speaking in front of a crowd is still one of the top three fears in the world.  When you are forced to speak to a large group of people, do you seize up or do you use the anxiety to give more energy to your speech?  My bet is that most of you are using that energy to drive your words to connect with your audience.  That anxiety, that fear of failure in front of a group of peers is a driving force.  When you finish speaking and sit down you have a small win.  The event happened, you did well, and now you can reap the rewards of having lead the conversation.

Now, let’s move from one fear to another.  When you have to open your business for the day, do you have any idea how many customers you will have spend money with you?  Of course not.  There is a fear inside that no one will show up and you will be stuck with rent to pay, payroll to cover, and have stock sitting on shelves getting dusty.  Do you open for business anyway?  Yes you do.  Small Win!  Too simple?  Not for all the people who give up on their business and walk away.  It happens every day.

I mentioned earlier that embracing fear is a process.  Let’s start on that now that you know you handle fear every day and survive.

Step One:  Know what scares you

I have spent time with some of the most powerful people in business.  They know everything about themselves and use their strengths to keep their power in business.  They also know what they are not good at or just dislike.  They would never call it fear, but that is what it is.  Donald Trump is a prime example of a guy who is terrified of not having millions and millions of dollars.  Take the money away and he is a pushy guy with bad hair.  The fear of being without money is what gives him the drive to make money.  What scares you?  Have you thought about it or do you just walk through your day without knowing what motivates you?

Step Two:  Surround yourself with successful people

You have to look at the fact that you are not the big man on campus when you are surrounded with great people.  Especially if you hire them to help you be successful.   I recommend you hire as many successful people as you can.  There is power source that comes from pushing past the fear of coming in second place to someone who works for you.  Remember, they work for you.  You pay these outstanding people and have seen something in you that makes them want to help you be better.  It isn’t just a compliment, it’s a reward to be around great people.  How many businesses fail because the leader won’t hire someone who could push them out of a job?  It happens at every company.  Fear holds people back.

Step Three:   Be clear on your vision

Remember, we hate mission statements here at Business Bulldog but, we love vision statements.  Visions statements tell the story of why you want to be successful.  It draws a map of how you are going to get to your goals and paints a picture of what it will look like when you are there.  How many bosses did this for you since you started working?  Would it have taken a lot fear out of the job you were doing if you have a clear picture of how you fit in?  Of course it would have and you would be the biggest fan of the company and that boss if he had.  OK, so what are you going to do?  Take the time to sit and think things through.  Don’t just make a list of needed items and people for a project, goal, etc.  Maps, timelines, and stories go hand-in-hand.  It makes you have to think about how to explain why you want something rather than just dictating that it gets done.

When you start getting worried about things this year, start thinking about how you can use that fear and why you have it in the first place.  Fear isn’t a bad thing, not facing your fear is.

Posted in Customer Service, Creating the Culture, Being the Boss, Training, Making Money | Print | No Comments »

21. May 2011 by Bob Griffin.

Every workday I am struck by the number of people who fight against the system (franchise) they bought.  It’s like balling up all the money you worked so hard to earn and rolling it down the street.  If you did roll it down the street, you’d at least be able to know you weren’t on the hook for thousands more because of all the contracts you sign when you buy a franchise.  On second thought, forget rolling your money down the street.  Tie it to fireworks and blow it up.  It’s more spectacular and your crummy neighbors won’t be bothering you for more money.

The ability to lose common sense when it comes to making money is amazingly fast.  From the time you sign the Franchise Agreement to the time when you want to change things breaks the sound barrier.  Why buy something you want to tear apart and not use correctly?  It’s like buying a car and then taking it apart to make a skateboard.  Just following the system that made you want to buy in the first place.

Here are is my top 10 myths of franchising that I have seen in my years as a consultant.  If the guy selling you a franchise mentions more than one of these, even in passing, he is probably an OK guy to buy from.  The best franchises try to discourage you a little from buying.

Top 10 Myths about Franchising

1. I can buy a franchise and let it make me money.
2. Hiring a manager will take care of most of the work.
3. I manage people in my day job.  I can handle a few hourly/contract workers.
4. I have a Masters/ PHD/ Doctorate in Accounting, Marketing, Management, etc. This will be easy.
5. I can teach the franchisor a thing or two with all my knowledge and skills.
6. I can buy a poorly run store and turn it around for a profit.
7. I can jump in and sell out fast.
8. I can buy a franchise for my wife, son, daughter, etc to give them a career.
9. No one can teach me anything I don’t already know about business.
10. I like the product so I will be the best marketing person for my franchise.

Do any of these myths sound familiar?  We all want to see the best in the things we do.  It is human nature.  It is also human nature not to want to fail, but we seem to set that fear aside in the “knuckle-headed view” that you can buy a franchise, open the doors, and make huge amounts of money without doing any heavy lifting.  You have to work at whatever business you buy.

Hard work, building on success, building a business for yourself first, and many more lessons are hard learned when you get in business the right way.  Why start out on the wrong path?

I ask the classes that I guest lecture what kind of businesses they want to buy.  Not one, so far, has said they want to buy into an existing franchise.  Some of them have mentioned wanting to start a franchise but none want to buy a business with a track record and a reputation.  Absolutely none of them have mentioned the work that goes into being a business owner. 

Ask anyone how much money they think they will earn in the first year in business and they will gush with profit margins that would make Bill Gates blush.  The misunderstanding about the cost of doing business - more than money - is where most people fail to be honest in business.

Take my list my happy franchise friends!  Pass it around to anyone interested and especially those who are blind with new business bliss.  Don’t follow the myths. 

Bob Griffin - CEO
BGriffin@BusinessBulldog.com
Twitter: @BusinessBulldog

Posted in Customer Service, Being the Boss, Training, Saving Money, Making Money | Print | 407 Comments »

27. March 2011 by Bob Griffin.

The simple answer is always the best one.  Brevity is the key to good communication.  Momma says, “Because I said so!”.  All are good statements and it seems everyone has found this to be the case for the short-attention-span world we live in.  So, why do you spend hours and days trying to communicate directions to your employees when a simple statement is the best direction?

For example, I love talking with technical people.  They are the most needed group in any organization because we all have gadgets at the heart of any of our tasks.  When things go wrong is when the IT Department is really valuable.  What is the first question that IT asks when they are helping you?  Answer: “Is it plugged in?”  Why do they start there when so many other things can be wrong with a computer?  It’s because that is the number one answer to computer problems.  A cord gets knocked loose and all you need to do is plug it back in.

The rational side of me would have a message that plays before you can talk with the Tech Team.  It would say, “Check to see that your computer is plugged in.  If you do not check and that is the problem, you owe the technician $100.”  That, of course, would handle most of the issues, but it would put half the IT Department out of work.  With everyone handling their own power problems what would a techie do?  Of course losing IT employees is risky when you may need them when the real problems hit.

I was in a store this past week talking with the owner.  He said he wanted to sell more products.  The manager walked up to us at that moment and I simply told her to sell 5% more products.  She gave me a frown and then smiled and said “OK”.  Just like that she was telling her team to sell more.  No explaining.  No motivational statements.  No incentives.  I told her what I wanted and she went back to her team and made it happen.  She was plugged in to what the owner wanted.

I was in a fast food restaurant not long ago and they were an organizational mess.  When I  finally got a chance to order, the girl behind the counter was rude to me.  Instead of being rude back to her, I asked a simple question.  What did your manager tell you your job was in this restaurant?  She was full of wonderful sentiment, so I asked to talk with her manager.  I asked him what he told his staff was their main job.  He wasted no time in telling me that it was to help customers.  I don’t think that is the message he told his crew, but I left with my money and more to talk about here on Business Bulldog.  He apparently wasted his breath on some half-baked meeting where he kind of gave the idea that the customers were the reason they had a job.  I had the idea that the place should be shut down before they hurt someone.

Why do we get frustrated with not getting the results we want when the message is the problem?  I think you know that answer.  You want to make sure everyone sees things your way.  They should understand your reasons behind doing everything you do and follow along because your way is the best way.  What you miss is that they just aren’t plugged in.  When you tell an employee what you want they will either do it or not.  The outcome is where you need to spend your time, not in the directions.  If they don’t follow your orders find out why and then direct again.

Keep things simple in your business.  We are amazing at complicating anything.  Plug yourself in and make the simple, effective leadership your way of doing business.

Bob Griffin - CEO
BGriffin@BusinessBulldog.com

Posted in Customer Service, Creating the Culture, Being the Boss, Training, Making Money | Print | 105 Comments »

6. November 2010 by Noel Guilford.

In the seventh season of Seinfeld, a very memorable character nicknamed the “Soup Nazi” was introduced.  This character was based on a real soup vendor out of New York that I actually had the pleasure of meeting. Notably portrayed as a business owner with a high quality product, and low quality service. For the record, while the low quality service displayed on television may be the product of a little embellishment, the high quality of the product is spot on. I’ve never had shrimp bisque so good but that’s beside the point.

What does this have to do with you and your business? Well, I’ll tell you. On the front lines of many service oriented industries you will find the “Coupon Nazi”. The Coupon Nazi as we will call them here is that front line representative that acts as a warden preventing customers from taking advantage of their company and its policies. They serve to make sure that no eleventh item makes it through any ten items or less isle, that no offer is taken after its expiration date or at the wrong location, and that each and every surcharge, add on, up sale, and hidden fee is applied and accounted for.

As a business owner I’m sure that you agree that policies and procedures are in place for a reason. In many cases this is true with the exception of customer conflict. For example, let’s say that a customer needing to perform vehicle maintenance decides to use an offer sent through the mail for 20% of their total cost. The customer is looking to spend roughly 800 dollars on various repairs and maintenance. The Coupon Nazi notices that the coupon expired several days prior and immediately notifies the customer that the coupon is expired. In some cases the customer is very apologetic and accepting of the policy. For the sake of argument let’s say that the customer is not so understanding and the inflexibility of the Coupon Nazi drives the customer away.  The Coupon Nazi’s victory just cost that business owner an immediate $640 dollars and any residual sales generated from repeat business over the lifetime of that customer. In addition they also have ensured that those sales, immediate and repeat, will go to one of your competitors. Looks like employee of the month material to me (note the sarcasm).

In the previous example it may seem easier to see the effects of our Coupon Nazi because the immediate sale is high. In an instance where the immediate sale is low you may have a higher number of customers who will leave and yet it is more difficult to see the effects because it takes longer for the consequences to add up. Consequently, Coupon Nazi’s are created by the short leashes of upper management. It is possible to identify and deter this behavior but policy change must start from top to bottom. Here are some general rules to go by:

1. If a policy is causing the loss of customers it may be time to evaluate the priority of that policy.
2. Never assume (especially openly to the customer) that customers are attempting to somehow manipulate your policies for their own gain. Is it ever true? Yes. Is it always true? No.
3. Policies should reflect customers buying and shopping habits not conflict with them.
4. Company policy should make your company and its employee’s competitive customer service experts not offensive “customer service napalm”.
5. Empower employees to go the extra mile in the name of customer service without the fear of punishment from management above them.

Simple steps will help grow your business. Ignoring the issue is costing you!  Bulldog Rule #8 - Re-examine your business often.

Posted in Marketing, Customer Service, Creating the Culture, Training, Making Money | Print | 53 Comments »

30. June 2010 by Bob Griffin.

I teach business skills every day.  There are people that I deal with who have many more years of experience in business and have many more degrees from prestigious colleges, but there is always something that I can suggest that has merit to adding customers and sales or reducing costs. Business, like some of our readers have noticed, has many angles and can be approached with a new view even after centuries of sales.

The reason I mention this is that I had my finest achievement recently and it involved a businessman that is headstrong, stubborn, and doesn’t listen to me most of the time.  I guess I need to restate a few things.  He does listen.  He just never let me know he was paying attention.  Business skills are learned as much as they are a part of a person’s personality.  I would rate his skills before this past weekend as high in personality but low in business acumen.

Once the weekend hit, I learned how wrong I was.  He had learned the lessons I taught about how to build a brand and I learned a few things myself.

To say that I saw the best businessman in any industry at work is an understatement.  I saw him stop traffic…I mean he stopped traffic!  People got out of their cars and spent money right there at the street.  He is beyond a doubt the very best.

• I saw him stand at the front counter and grab people’s attention with a wave and smile.
• He was charming and polite.
• He asked customers for the sale and then asked them if they wanted more.  He asked enough questions until he got to the word “No”.
• He was fast serving them.
• He was quick to close the sale.
• He mentioned that they could stop back for more later…for an additional fee.
• He thanked them warmly and continued to be polite.
• He knew the sale did not end the relationship with the customer.
• He asked them to mention the products to friends.

I was proud.  I was very proud.

The “man” is my 8 year old son.  He asked me a few weeks ago to help him start his own business.  Knowing that an 8 year old doesn’t think small and would want to lease space for a store front if I let him, I worked a deal with him to build a lemonade stand if he was willing to follow my rules for business.  Little man has heard me talk about business since before he could talk, so I knew he heard the Bulldog Rules for Business, but I did not realize how much he had taken them to heart and was able to demonstrate them and make money.

I built the lemonade stand and he paid for the cups and the lemonade mix.  We were going to freshly squeeze the lemons, but we decided to make profits instead.  There is always an element of profitability that every good businessman must take into account.  The task of running the booth was his alone.  I stood by and ended up assisting (I filled cups with ice), but I did not engage the customers.  That was his job and I did not want to artificially increase sales by stepping over his management.

To say that I was stressed in watching my son run a small business in my driveway is an understatement.  I wanted to help, take over, manage the station, and control the sales.  That is what “Type A” personalities do…we jump in and get it done.  This, however, was my chance to see if I am a good coach.  I wanted to see if the lessons I preach can be lived on a very small scale and make a big impact.  It worked!

Little man was amazing.  He did stop traffic.  He even sold lemonade to the lady driving that infernal ice cream truck with the horrible music.  She stopped right in front of his stand and bought from him.  She was impressed with his sales ability (He asked her if she wanted two cups since it was such a hot day).  He sold to neighbors, his friends, and anyone who happened down our street that morning. He started selling lemonade at 9:00am.  I can’t drink lemonade that early.  I still taste toothpaste at 9:00am, but people bought and loved it.

Like I do in every article on Business Bulldog, I want to know if your team is following the rules that an eight year old made look easy.  The Bulldog Rules for Business are common sense, but powerful when followed.  Can you have the enthusiasm of an eight year old every day and with every sale?  Can you speak clearly and ask for the sale and then ask for more from the customers without sounding like you are selling to them?  Do you ask your customers to send friends to your store?  Do you ask how they like your products and service?  My son did and now he has a following of people who want to come back for more.

As for using a powdered mix instead of fresh lemons, the customers loved the experience, so it didn’t matter.  It isn’t all about the product.  The best situations to get a sale involve the product, the engagement, and the environment.  Get these things right and the sales will come.  The drink was good enough leaving room for profits without cheating customers.  The engagement of the sale to the customers was better than they would have gotten at 100 times the price.  Finally, he maintained a clean, good looking environment for customers to feel confident they were getting a good product.  How about your store?

That old saying, “When life gives you lemons - make lemonade” is a good one.  A better saying is “Start with the lemons and make money”.

**Side note:  He sold between 60 and 70 glasses of lemonade in just a few hours.  I don’t know the exact number because many customers were giving him 100 percent tips!

Posted in Customer Service, Being the Boss, Training, Making Money | Print | 20 Comments »